How Send is operationalising Agentic AI for underwriting   

At InsTech's "The Age of Agentic AI: From Strategy to Commercial Value", hosted with AI Risk, industry leaders explored one of the biggest questions facing insurance today: how do organisations move beyond AI experimentation and start delivering tangible commercial value? 

Representing Send, Lloyd Peters, Head of Revenue, and Dan Pass, CTO, shared their perspective on what it really takes to operationalise Agentic AI at scale. Their main message was that success won't come from deploying the latest AI model alone. It will come from embedding AI into underwriting in a way that complements existing processes, strengthens decision-making and gives insurers the flexibility to evolve as the technology advances. 

Building on change that's already happening 

Lloyd opened by making an important point that the London market isn't waiting for AI to transform underwriting. Market forces and broader digital technology have driven constant evolution over recent years through digital trading, enhanced underwriting and growth of portfolio underwriting. 

Agentic AI isn't the start of that journey; it's the next step. It will allow this journey to accelerate and move further. The opportunity is to remove manual data admin, reduce the dependency on standardised data formats and giveunderwriters more time to focus on the complex decisions where their expertise really counts. 

That distinction shaped much of the discussion. 

While simpler risks will continue to become more automated, one of the London market’s key differentiators is handling complex specialty risks - these still rely on human judgement. That's where Agentic AI can have the biggest impact,understanding nuance and context across a broad set of complex information sources, handling repetitive tasks, applying informed judgement based on the carrier’s guidance, while leaving the decision-making to underwriters. 

Why orchestration matters 

AI on its own isn't enough. As Lloyd explained, the real challenge is making it work as part of the underwriting process, rather than as another standalone tool. 

That's where Send fits in. For almost a decade, the platform has connected people, workflows, data and technology across the underwriting journey. Agentic AI simply becomes another capability within that ecosystem, allowing insurers to introduce AI in a controlled, scalable way without creating more complexity. 

Lloyd then demonstrated how this works in practice. 

When a submission lands in Send, the platform doesn't just extract data, it starts coordinating multiple AI agents alongside existing workflows. Each agent focuses on a specific task, whether that's summarising the submission, assessing appetite, analysing exposures or highlighting the details an underwriter is most likely to care about. 

The result is a clearer, more contextual view of the risk, helping underwriters get up to speed faster without losing sight of the information that matters. And this is just the start. 

Building the foundations first 

Daniel Pass picked up by looking under the hood at what makes that possible. 

Rather than rushing to release AI features, Send has spent the past year building the framework needed to support them properly. That means putting governance, security, explainability and flexibility at the centre of the platform from day one. 

It also means giving insurers choice. As AI models continue to evolve, carriers aren't tied to a single provider, they can adopt the models that best fit their business while keeping ownership of their data and underwriting expertise. 

Wrapping up the session, Lloyd reflected that while the conversation around AI has been building for some time, the industry is now reaching the point where it can move beyond pilots and start delivering real operational value. 

For Send, that means continuing to build the orchestration layer that helps insurers adopt AI with confidence, connecting people, processes and technology so innovation creates progress, not complexity. 

Announced at the InsTech event, our latest report explores why underwriting orchestration is becoming the foundation for operationalising Agentic AI. Download the report to learn how insurers can connect people, processes and technology to deliver AI at scale.